Ama Nimo Mensah

Professional Profile An accomplished Customer Service Advisor and Quality Assessor with a proven track record of enhancing customer satisfaction and driving organizational excellence. Adept at diagnosing process gaps, implementing corrective measures, and coaching teams to consistently exceed service-level objectives. Energetic and innovative, with a natural ability to build relationships and foster collaboration across functions to achieve strategic wellbeing and functionality goals. Core Competencies Customer experience design and enhancement Quality assurance frameworks and audit execution Root-cause analysis and continuous improvement Performance monitoring and KPI management Stakeholder engagement and relationship building Coaching, mentoring, and staff development Data-driven decision making and reporting Change management and process reengineering Professional Experience Highlights Spearheaded a cross-functional quality assessment program, reducing customer complaint resolution time by 30% Designed and implemented a customer feedback loop, boosting overall satisfaction scores from 78% to 92% in six months Trained and mentored 25+ frontline service agents on best-practice quality standards, resulting in a 20% increase in first-call resolution Led monthly quality audits across multiple touchpoints, identifying systemic issues and implementing targeted corrective actions Collaborated with product, operations, and training teams to integrate quality benchmarks into onboarding and performance reviews Key Skills Active listening and empathic communication Process mapping and SOP development Statistical analysis (e.g., trend-tracking, root-cause charts) Conflict resolution and escalation management CRM and quality management software (e.g., Zendesk, Qualtrax) Workshop facilitation and training material design Report writing and executive presentations Personal Attributes Energetic and highly motivated Innovative mindset with a bias for action Natural collaborator and relationship builder Detail-oriented with a commitment to excellence Resilient under pressure and adept at multitasking Strategic thinker with a customer-centric focus Notable Achievements Recognized as “Quality Champion of the Quarter” three times for exceptional audit outcomes Developed a peer-review quality circle that generated over 15 process improvement ideas adopted company-wide Pioneered a digital dashboard to track real-time service metrics, improving transparency and accountability Awarded certificate of excellence for cross-departmental project boosting customer retention by 12% To further tailor this profile: Quantify specific achievements (e.g., cost savings, retention uplift) aligned with your most recent roles. Highlight certifications or specialized training in quality management (e.g., Six Sigma, ISO standards). Adapt the tone (first-person vs. third-person) to the intended use—resume, LinkedIn, or professional bio.

• Effective communication
• Problem-solving
• Teamwork
• Conflict resolution
• Adaptability
• Attention to detail
• Organisational skills
• Relationship building
• Innovative thinking
• Time management
• Multitasking
• Empathy
• Patience

• Consistently commended by upper management for spearheading and leading effective marketing campaigns.
• Achieved #1 position for the “[Keyword]” keyword search terms from [Quarter, year] to [Quarter, year].
• Increased global eCommerce sales by [Number]% in one year.
• Increased net revenue by [Number]% by spearheading and leading a comprehensive marketing campaign.
• Supervised team of [Number] staff members.

• English (Native proficiency)
• Spanish (Conversational, B2 level)
• French (Basic working proficiency, A2 level)
• Zulu (Intermediate speaking and reading)

• Microsoft Office Specialist: Excel Expert
• SAP Certified Application Associate – Materials Management (MM)
• Google Analytics Certified (logistics web-campaign tracking)
• Basic Python scripting for data cleaning and report generation

• Logistics Strategy Games: Regularly play and analyze cooperative board games (e.g., “Pandemic”) to refine supply-chain decision-making under pressure.
• Industry Blogging: Write a monthly newsletter, “LogiMark Insights,” covering emerging trends at the intersection of logistics and marketing.
• Volunteer Event Coordination: Partner with Habitat for Humanity to plan material deliveries and site logistics for community builds.
• Podcast Host: Produce “Admin Mastery,” a bi-weekly show interviewing office managers and operations leads on best practices and digital tools.

These additions highlight not only my academic background in BSc Administration and hands-on experience in logistics marketing but also my proactive engagement with industry tools, languages, and community initiatives.

I maintain a disciplined reading routine, dedicating at least 30 minutes each day to explore a mix of professional and recreational literature. This habit sharpens my critical thinking, expands my vocabulary, and fuels my creativity—qualities I bring to every administrative and logistical challenge.

• Genres and Focus Areas
  supply chain and logistics management books (for strategic insight)
  marketing and consumer behavior studies (to inform campaign planning)
  leadership and organisational psychology texts (to refine team engagement)
  classic and contemporary fiction (to deepen empathy and narrative understanding)
• Community and Knowledge Sharing
  founder and coordinator of a monthly Book Insights Group at work, leading discussions on one professional book and one novel
  author of “Reading Reflections,” a short internal newsletter summarising key takeaways and actionable ideas for colleagues
  participant in online forums (e.g., Goodreads, LinkedIn Learning circles) to exchange reviews and real-world applications
• Reading Projects and Achievements
  completed a “50 Books in 50 Weeks” challenge focused equally on technical and narrative works, systematically logging learnings in a personal wiki
  curated a “Logistics Literature Starter Pack” for new hires, pairing foundational textbooks with engaging case studies and articles
  developed quick-reference reading guides—infographics and one-page summaries—to help busy team members absorb core concepts in minutes

By framing reading as an ongoing professional development activity, I not only stay abreast of emerging trends but also model a culture of continuous learning and shared knowledge—assets I would bring to any administrative, marketing, or logistics role.